technical communications uk conference 2013

Colum McAndrewRoboColum(n) Consulting

Content delivered? Check!OK. How do we use it?

Technical Communication UK ConferenceBristol 25th September 2013

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How do others do it ?

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When does User Assistance end ?

Test build ?

Deliverable sign off ?

Release build ?

Product release ?

The answer is ………

None of the above !

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Adding value to User Assistance?

Training on how to use user assistance.

Make it visible.

Add interactivity.

Evangelise content.

Watch and listen.

Get feedback.

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Training: Internal users

Train them so they can train others.

Look for training opportunities.

Get people on your side.

Evangelise your content.

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Training: External users

1. Does your company train users ?

2. What do you train users on ?

3. What does your “product” include?

4. What is installed with your product ?

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Training materials

Include chapter on using the Help.

Set exercises to get users using it.

Ask them what they think.

Feedback to the Technical Writers.

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Making things visible

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Making things visible

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Painting the Forth Bridge TechComm Style

Is it just about providing the content ?

It is also how users interact with it.

Is there quick and easy access to it ?

If you finish, it is time to retire !

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Context Sensitive Help

What is the first thing you see in this dialog ?

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Context Sensitive Help

What is the first last thing you see in this dialog ?

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Help is the last thing they see.

“No Undo” where exactly?

Dialog has 13 different UI elements. What does “Help” provide?

No “OK” button.

Context Sensitive Help

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Context Sensitive Help

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Embedded help………yuk!

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Field descriptions at the bottom.

“Common questions” but not here!

Open “Details” in new window

Embedded help………yuk!

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Embedded help…close but no cigar!

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Embedded help could be next to the action.

Access to further information.

Not sure what this adds.

Embedded help…close but no cigar!

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Embedded help…......Yay!

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Evangelising your content

If no one is buying your product, what do you do?

Find out why

Market it

◦ Social media◦ Press release◦ Release notes

Change it

◦ Context sensitive / embedded help◦ UI (e.g. error messages)◦ Visual / written style

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Learning styles: Snagit

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Learning styles: Snagit

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Watch and listen

Don’t be afraid to engage with others.

Look for quick gains.

Seek approval to contact customers.

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Getting feedback

Google analytics

RoboHelp Server / Madcap Pulse

Customer contact

Inter-departmental communication

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Watch and listen…. BBC Blackadder style!“C is for contrafibularity”

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RoboColum(n) Consulting

@robocolumn

robocolumn@cmcandrew.com

http://uk.linkedin.com/in/notcolin

www.cmcandrew.com

www.robocolumn.com